Attaching Show Associated File attachments to outgoing emails fails

[Adrian Simpkins]

Hi,

I have come across an issue where we appear to be unable to send an email with attachment when using the Show Associated Files option on Email action Node.  When selecting Send Email, then the Attachment button, then selecting the Show Associated Files option - this shows the attachment correctly. Then when trying to send the email we are getting an error Failed to Send Message - currently working around this by copying the attachment onto desktop then reattaching it to the outgoing email within Hornbill, but of course this is frustrating for the analysts as it would be a more fluid process if this function works correctly.

Is there perhaps a known problem with this function please? Image below shows the function I am referring to within Email action button

Many thanks!

[Martyn Houghton]

@Adrian Simpkins

We have experience the same issue with some cases created prior to a recent Service Manager build, but creating a new request and using the same attachment works fine.

We still have this logged with Hornbill support.

If you create a new request and add the same attachment to the request, does it then work?

Cheers

Martyn

[Adrian Simpkins]

Hi Martyn

Thank you for the above. We have a new test request created today which is still showing the error (it uses the same data from a previous Customer raised request - this has been raised internally so we can test the error a bit more).

Many thanks

[Adrian Simpkins]

Bump for this one please  

[Martyn Houghton]

@Adrian Simpkins

We where advised to save the attachment and then add it back in as a fresh attachment, which then allowed the new copy of the attachment to be sent on the email action. Does that work for your example?

Cheers

Martyn

[Steve Giller]

@Adrian Simpkins This issue has been fixed, however as the problem was caused by the encoding at the point the attachment was linked to the Request, any attachments linked prior to the fix may experience this issue.
Removing the attachment and then re-linking it to the request should correct the encoding and allow you to send the attachment with an email direct from the request.

[Adrian Simpkins]

Hi Both

Thank you for the update - I will let the teams know the workaround and ask them to monitor for any more issues

Many thanks

[Adrian Simpkins]

Hi All

One of my Users is reporting that this issue is still occurring - she has provided 4 requests and all were raised on the 17th January or after. However, the above seems to indicate that these fixes were already in place on our instance. FYI the User has used the workaround on these requests.

Should I raise this as a fault direct to Hornbill Support?

Many thanks

[Foley Coker]

Hello All,

we are experiencing the same issue at our organisation. Reading the above thread, the work around of saving an attachment and uploading it to the email works, but we cannot use the associated file as this does not send an email out, instead just making a post. The ones affected were raised after the date above, in February. Is there any update to this issue? 

 

Kind regards,